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Computer User Support Specialist

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AVG. SALARY

$52,050

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EDUCATION

1-2 years post-secondary training

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JOB OUTLOOK

Stable

Real-Life Activities

Real-Life Math

Imagine that you oversee a team of 4 help desk technicians. Your job is to make sure the department runs smoothly and efficiently. You have to plan how each support analyst will use his or her time during the week.

Your technicians have 4 main areas of responsibility:

1 - Primary call taking

Ensuring those calls sent to the help desk via email and on the phone are resolved or acknowledged within a reasonable time

2 - Secondary call taking

Taking the next incoming phone call if the primary call taker is busy, and ensuring that voice mail is responded to as soon as possible

3 - Administrative duties

Dealing with walk-in problems and reception duties for the department, including taking phone calls if the lines are busy or a crisis is at hand

4 - Project time

Working on personal projects as they relate to the help desk or following up on any work-related interests

Each technician works 37.5 hours per week. Each of them needs 5 hours per week for the fourth category. But they should spend equal time on each of the first three categories.

How much time should each support officer spend on each category to provide a fair division of duties?